Senior Product Manager

Axelon Services · Westwood, MA

About Axelon Services

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Posted 6 days ago · still listed on the employer's own board · How we score

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$75 - $80 per hour

Johnston, Boston, Charlotte, Plano, Phoenix, or New Jersey

Lead the evolution of our Amazon Connect voice and conversational AI platform.
Define product requirements, customer journeys, and deployment strategy for next-generation IVR capabilities.
Work Mode: Not specified

Own the product roadmap for Amazon Connect voice self-service capabilities.
Define business requirements, epics, user stories, and acceptance criteria.
Design intuitive customer journeys for IVR and conversational AI experiences.
Partner with engineering teams to successfully deploy capabilities within Amazon Connect.
Guide implementation of LLM-powered voice experiences and AI-enabled customer interactions.
Work closely with UX, Operations, Compliance, Architecture, AWS, and engineering teams.
Prioritize product backlog based on customer value and business outcomes.
Drive improvements in IVR containment, Customer Experience (CX), call deflection, and First Contact Resolution.
Participate in testing, UAT, production readiness, and rollout planning.
Analyze customer interaction data and recommend product improvements.
Ensure solutions align with enterprise architecture and regulatory requirements.

Bachelor’s degree or equivalent experience.
Minimum 6 years of Product Management or Product Owner experience.
Strong experience with contact center technologies and digital technology delivery.
Experience delivering customer-facing digital or voice products.
Experience working with Agile teams.
Strong communication and stakeholder management skills.
Ability to translate business needs into technical requirements.
Experience leading complex enterprise initiatives.